Help Scout

Help desk basado en web y diseñado para mejorar la experiencia del cliente.

Calificación general

4,6 /5
(203)
Relación calidad-precio
4,4/5
Funciones
4,3/5
Facilidad de uso
4,7/5
Asistencia al cliente
4,7/5

95%
Un ha recomendado esta aplicación
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Opiniones de 203

Andrea
Calificación general
  • Sector: Tecnología y servicios de la información
  • Tamaño de la empresa: Trabajador autónomo
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Simply the best customer support system

Revisado el 12/4/2020

The product is very well designed, easy and natural to use. On top of that, their support is...

The product is very well designed, easy and natural to use. On top of that, their support is excellent and they reply very quickly.

Puntos a favor

I like how transparent the experience is for the user and how easy it is to set up and use. I like the integration with the KB system to quickly insert a reference to the article.

Puntos en contra

Difficult to tell. I'm really enjoying everything on it, especially now that they added the live chat so I can stop using other software for that.
Maybe I'd love a more advanced system to manage the custom replies.
I'd appreciate if there's a better way to manage formatting inside the editor for the KB.

Sara
Calificación general
  • Sector: Gestión de organizaciones sin ánimo de lucro
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante 1-5 meses
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 8.0 /10

Help Scout helps out

Revisado el 25/11/2020

Help Scout helps out in a pinch. I definitely recommend any company or business that has a customer...

Help Scout helps out in a pinch. I definitely recommend any company or business that has a customer support component to it to use their software and platform to start.

Puntos a favor

When I used to work at ActBlue as a support associate, I really liked Help Scout's ticketing system. It was straightforward and less confusing than Intercom. Escalating and de-escalating issues was pretty easy. Help Scout is a huge help for customer service, people oriented folks like me.

Puntos en contra

This is just a theory but I feel like Help Scout works better with certain email addresses than others. For people who have older emails such as hotmail, aol, or yahoo - their messages don't come across so clearly, which makes helping our customers and clients a real challenge.

Usuario verificado
Calificación general
  • Sector: Software informático
  • Tamaño de la empresa: 501-1.000 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 6.0 /10

Email-Centric Ticket Management

Revisado el 9/6/2023

Puntos a favor

HelpScout provides an intuitive and user-friendly interface, making it easy for both support agents and customers to navigate and use the software.

Puntos en contra

HelpScout primarily focuses on email-based support, which may not meet the needs of organizations that require support across multiple channels like live chat, phone, or social media.

Sam
Calificación general
  • Sector: Logística y cadena de suministro
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 5.0 /10

Expensive, but good. There are alternatives if you're willing to sacrifice plug and play.

Revisado el 5/5/2022

The alternatives to Help Scout are far and wide, but my recommendation for an option would be Free...

The alternatives to Help Scout are far and wide, but my recommendation for an option would be Free Scout. It is an open-source alternative to Help Scout that acts almost the same way.

You need to know how to deploy the self-hosted service, or you can find companies willing to manage it for you. The downside is the setup takes a while, but the positive is that the cost is a small fraction of the amount we were paying to Help Scout.

Puntos a favor

HelpScout was the first shared emailing system we implemented that worked flawlessly with our setup. It rivals all other methods that focus on a ticket number approach but makes the communication process simple for users to grasp and professional yet informal.

The best part of Help Scout for us was the shared inbox aspect and the ability to collaborate with others easily.

Puntos en contra

Help Scout is expensive. In my opinion, it is overpriced. They started at a great introductory rate and grandfathered those rates for early-stage users. I heard from many users when they increased their rates, all of whom got a personalized message from the [SENSITIVE CONTENT], promising our rates would stay the same.

Months later, they recanted on their promise and hiked our rates. It was not a great feeling being lied to, and my love for the company quickly disappeared.

Other shared email services can replace Help Scout, but this is your best bet if you're looking for a simple approach and are not worried about the price tag.

Usuario verificado
Calificación general
  • Sector: Redes informáticas
  • Tamaño de la empresa: 1.001-5.000 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 7.0 /10

helps businesses streamline their procurement processes

Revisado el 23/4/2023

Puntos a favor

Provides analytics and reporting features that can help businesses track procurement performance and identify cost savings opportunities and provides a user-friendly interface that makes it easy to manage procurement activities.

Puntos en contra

Can be difficult to set up and configure, particularly for businesses with complex procurement workflows or legacy systems

Usuario verificado
Calificación general
  • Sector: Software informático
  • Tamaño de la empresa: 10.000+ empleados
  • Software usado Mensualmente durante 6-12 meses
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 9.0 /10

One of the best easy to setup customer support service

Revisado el 18/12/2022

The overall experience was excellent, would definitely recommend their software as it does not...

The overall experience was excellent, would definitely recommend their software as it does not require much support during initial installation. Moreover, their features like email delivery, self-service, and live chat support have made my life easier.

Puntos a favor

I like the best that their initial installation requires little to no help. I was able to quickly set up the entire platform in no time, which is very unlike other help desk services that are difficult to set up and require a lot of permissions and time. They have managed to solve a problem with attention to detail and made their UI very intuitive in that respect. Their performance and response time for most of the tasks is excellent. It made my life easier, and I was able to track, organize and categorize all customer issues very easily. Moreover, the learning curve was very low for a CRM, and I was able to pick up most of their features within days, instead of weeks as compared to other market platforms.

Puntos en contra

There are a few minor issues that made my daily work a hassle, like providing a bigger picture of all the chat supports of the last 3 months or providing a birds-eye view like reports, and dashboards. They do generate reports, but those have not been so effective for me.

April
Calificación general
  • Sector: Formación profesional y coaching
  • Tamaño de la empresa: 2-10 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Excellent customer service software

Revisado el 14/4/2019

I've used this for customer service for a website development company and a professional women's...

I've used this for customer service for a website development company and a professional women's organization and it's been amazing in both cases! Highly recommended.

Puntos a favor

Best features are internal notes and custom tags, traffic cop that stops the sending of your message of they've responded since you started writing, undo send, and able to see if surgery team member is working on that email already.

Also integrates mailchimp so you can see who is on your mailing list, and subscribe them if not.

Automated workflows based on custom parameters are incredibly useful, too!

Puntos en contra

Could have a more robust Zapier integration.

Erik
Calificación general
  • Sector: Gestión de organizaciones sin ánimo de lucro
  • Tamaño de la empresa: 2-10 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 0.0 /10

Works well but lack of innovations caused us to move away

Revisado el 8/6/2022

We used Helpscout to manage customer support. The system was competent but uninspiring. Rising...

We used Helpscout to manage customer support. The system was competent but uninspiring. Rising expenses and other issues mentioned above caused us to break up with it.

Puntos a favor

Tracked tickets extremely well. Also the canned responses worked well.

Puntos en contra

The beacon on our website didn't work that well. There were often conflict issues so we just turned it off, which is a shame because it's a major feature we had relied on. After marketing en email as a spammer, we would continue to get emails in the future from that same email address.

Ashlee
Calificación general
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente

The best help desk experience I've ever had

Revisado el 28/1/2018

Puntos a favor

The customer support is phenomenal! The Help Scout team is personal, friendly, and fun- a pleasure to interact with any time I get the chance. But because the software is so seamless on its own, a rarely have to reach out for support. I most appreciate the reporting features that show conversation rates and customer happiness.

Puntos en contra

I would like to be able to export a list of customers I have spoke with over a set time period, so I would be able to automate outreach and followup. As of now, there is no established way to export lists or data.

Carsten
Calificación general
  • Sector: Contabilidad
  • Tamaño de la empresa: 2-10 empleados
  • Software usado A diario durante Prueba gratis
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 8.0 /10

Pricey but worth every dollar.

Revisado el 14/12/2022

Easy to setup, easy to maintain and it is also super easy to onboard new support colleagues because...

Easy to setup, easy to maintain and it is also super easy to onboard new support colleagues because everybody knows how to handle a regular mailprogram. Support from Helpscout is also superb, when you demo it you´ll get an personal mail from the sales/support stuff form Helpscout, there are helping you.

Puntos a favor

It is a very intuitive helpdesk solution, it almost work like a "normal" email inbox. Each mail is called "conversation" and can assign to a user. In each conversation user can make internal notes and tag other colleagues. HelpScout is also able to handle Chat and Voicememos out of the box. Additional addons are also available, you can even write your own addon.

Puntos en contra

You have to grasp the there are no ticket numbers. I also missing phone support, for instance VOIP integration. Prices are also quite high but the software is worth it.

Johann
Calificación general
  • Sector: Tecnología y servicios de la información
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante 6-12 meses
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 8.0 /10

The review

Revisado el 22/8/2019

Really nice product for email support teams, but it doesn't do the work for others. I like the goal...

Really nice product for email support teams, but it doesn't do the work for others. I like the goal Help Scout has, but they need to fit to the market before they are dropping out.

Puntos a favor

It's your best solution on the market if you are looking to interact with your customers only via email. Really easy to implement and the CS is really helpful too.

Puntos en contra

It's really difficult to spice things up for the customer. Limitations are set rather quickly when trying to customize Reports or being proactive with customers.

Alternativas consideradas

Freshdesk

Razones para elegir Help Scout

Zendesk was awful for email conversations

Software anterior

Zendesk Suite
Usuario verificado
Calificación general
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

We use Help Scout to stay on top of our customer support

Revisado el 1/5/2018

Help Scout helped us get a handle on our support workflow and as we've added to our support team,...

Help Scout helped us get a handle on our support workflow and as we've added to our support team, it's made that process painless. We use the custom sidebar apps to great effect.

Puntos a favor

Help Scout is a focused, straightforward support mailbox product, and we've been using it to great effect since we switched over (from a shared inbox for support) a couple of years ago. We were happy with the pricing, and we use the custom sidebar add-ons to great effect. We've written our own sidebar app that gives our support team access to a ton of useful customer information and error logging without ever leaving the mailbox. When we've dealt with Help Scout support, they've also been great. Help Scout does exactly what we want.

Puntos en contra

Help Scout is a relatively slim and focused offering (although they are indeed adding new features all the time) this was actually a *selling point* for us, as we didn't want a super-complex tool for this but I am sure that for some users this could be problematic.

Usuario verificado
Calificación general
  • Sector: Internet
  • Tamaño de la empresa: 2-10 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Couldn't run my business without it

Revisado el 11/12/2018

For any business, customer satisfaction is crucial. Help Scout is the tool to make it fun and easy.

For any business, customer satisfaction is crucial. Help Scout is the tool to make it fun and easy.

Puntos a favor

After having used Zendesk for a while, I was not happy with its and complexity. I wanted to have a support desk tool that made it look like it was regular mail to the customers. And HelpScout did exactly that. After having used the free version for more than 2 years, we are now on the Business plan. It was great that we could have used it without having to spend money on it, but it's soo good that it's definitely worth every penny. The Docs integration is perfect, as we use it in replies to customers, in the beacon for self-help and we now also embed the docs on our website through the API.

Puntos en contra

It would be great if we could set a custom threshold for the spam filter, as we have a bit too many false positives.

Scott
Calificación general
  • Sector: Gestión de organizaciones sin ánimo de lucro
  • Tamaño de la empresa: 1.001-5.000 empleados
  • Software usado A diario durante 6-12 meses
  • Fuente de la reseña

Calificación general

  • Facilidad de uso
  • Probabilidad de recomendación 7.0 /10

Potentially good system for handling customer service

Revisado el 9/1/2020

Help Scout serves its purpose well. And I like the fun congratulatory messages it gives anytime a...

Help Scout serves its purpose well. And I like the fun congratulatory messages it gives anytime a folder is cleared out. All in all a good product.

Puntos a favor

Help Scout allows customers to send requests to a centralized email address, rather than to an individual, helping ensure that someone on the customer service end will be able to reply promptly. On my team, I handle most customer service requests. However, if I happen to be out sick, on vacation, or in any way unavailable, I can rest assured that another qualified person on my team has access to--and is monitoring--Help Scout to ensure nothing slips through the cracks. Otherwise, a request might sit unanswered in my personal email inbox until I return. I also like that it's easy to store--and pull up-- information about the customer to see their history of past inquiries.

Puntos en contra

Automatic workflows are somewhat complicated to set up. I've found them unnecessary for the most part, but I'm sure they could be more useful for higher customer volumes.

Lucas
Calificación general
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Easy to use, flexible, and great support

Revisado el 1/2/2017

We've been using Help Scout for ticket management for about three years. Prior to Help Scout we had...

We've been using Help Scout for ticket management for about three years. Prior to Help Scout we had used several others, most notably Zendesk. We found that Help Scout was the easiest for our team to use, while still providing a good set of features for customization. The support team at Help Scout has been fantastic as well; they've been very receptive to feature suggestions, quick to resolve what few issues we've encountered, and every contact with them has been a great experience. That last part is important; I personally deal with the support teams of a dozen or so vendors on a regular basis and sometimes the lack of attention to detail and reading comprehension in level 1 support is astounding. Very refreshing!

Puntos a favor

Easy to use.

Puntos en contra

No android app, but the web app is still quite functional on a small screen.

Usuario verificado
Calificación general
  • Sector: Software informático
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 8.0 /10

Easy to use, great support

Revisado el 15/4/2020

We've used a number of ticket systems and found Helpscout best meets our needs. The integration...

We've used a number of ticket systems and found Helpscout best meets our needs. The integration options are easy to set up and increases the value we get from the software. The support is quick and always helpful.

Puntos a favor

Its ease of use, great search with keywords in the help guide area of clients. The ticketing system is great and integrates with Infusinsoft and Trello so we can transfer information between teams. The reporting is also useful for creating guides based on real search terms.

Puntos en contra

A recycle bin for deleted guides would be useful and more control over the look and feel or the canned replies.

Laura
Calificación general
  • Sector: Marketing y publicidad
  • Tamaño de la empresa: 11-50 empleados
  • Software usado Semanalmente durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 8.0 /10

Great Central Inbox For An Agency

Revisado el 31/5/2022

Help Scout is a great tool for small-midsize companies. It has very useful integrations, a mobile...

Help Scout is a great tool for small-midsize companies. It has very useful integrations, a mobile app, and is very user-friendly. Overall, I would definitely recommend this simple yet capable platform to anyone looking for the functions that it offers.

Puntos a favor

This software is very easy to use and houses all customer emails for our agency. It's organized, has solid workflows, and is a great tool to keep all of our customer information in one centralized location. The integration we have set up with Slack is perfect!

Puntos en contra

There are quite a few features with Help Scout that we have not yet explored, so there are not many dislikes about this software with the email management portion that we do use. It's a great inexpensive product that will be great for scalability as our agency continues to grow with number of clients and users responsible for handling chat functionality and email responses.

Tessa
Calificación general
  • Sector: Comercio minorista
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Awesome Bonus--Help Scout's Email Newsletter!

Revisado el 19/4/2017

Help Scout is easy to use, has some great metrics, makes organization a breeze, and allows...

Help Scout is easy to use, has some great metrics, makes organization a breeze, and allows companies to standardize email responses. But in all honesty, my favorite thing about Help Scout is the weekly newsletter they send out via email. It may be more or less often than weekly, I'm not entirely sure; however, I just love it! I almost always read the entire thing. It focuses on one topic, it's always helpful, and it's often strangely timely so far as what's going on in my professional and/or personal life. I've found it really useful. Indeed, two Christmases ago, my list included multiple items I learned about one of Help Scout's newsletters!

Puntos a favor

The email newsletter.

Puntos en contra

How sometimes emails end up being responded to by multiple agents because they aren't automatically closed out.

Dave
Calificación general
  • Software usado A diario durante 6-12 meses
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente

Keeps our customer support organized and on task

Revisado el 11/6/2018

Puntos a favor

A clean UI that has obviously been well thought through. They iterate and add features routinely and are very proactive in communicating with their customers. For example, I had discovered a bug, which they confirmed and rolled out a fix within 48 hours.

There are small reminders and tips presented within the context of the app, which are very helpful (eg. helping the user in distinguishing between an internal comment and a customer reply - this is very useful).

Overall, there is great value for the money, I would strongly recommend Help Scout as a help desk/customer facing communication tool.

Puntos en contra

IMAP integration for outgoing e-mail archiving would be highly valued. Only Gmail is supported at this time.

Brad
Calificación general
  • Sector: Software informático
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 9.0 /10

Help Scout - The solution we were looking for!

Revisado el 3/12/2018

Help Scout is easy to use, appealing, and very effective. There is always a feature to accommodate...

Help Scout is easy to use, appealing, and very effective. There is always a feature to accommodate our needs.

Puntos a favor

Help Scout is so user friendly! In the past, we tried several ticketing systems but they didn't seem to fit in with our flow and organization. We heard about Help Scout, tried it, and simply fell in love! Help Scout is so easy to use and work together as a team.

Puntos en contra

The one thing I would really like to see in Help Scout is a Round Robin auto-assignment feature. You can do quite a bit with workflows but I wish there was a simple way to Round Robin auto-assign our incoming tickets.

Kayla
Calificación general
  • Sector: Instituciones religiosas
  • Tamaño de la empresa: 1.001-5.000 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Facilidad de uso
  • Probabilidad de recomendación 7.0 /10

Great Shared Inbox

Revisado el 9/12/2019

Puntos a favor

It's very easy to utilize with multiple members using at the same time. You can always see where other users are and leave comments to each other on specific messages.

Puntos en contra

When copying in a new email to an existing chain (or when the HelpScout email is adding to an existing chain), attachments are usually lost and have to be reattached.

Usuario verificado
Calificación general
  • Sector: Servicios financieros
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

Help Scout is the best customer service management software out there.

Revisado el 10/4/2018

Help Scout is the best way to manage client communications. It is efficient and intuitive, saving...

Help Scout is the best way to manage client communications. It is efficient and intuitive, saving my team time and keep our communications organized.

Puntos a favor

Help Scout allows my team to handle client requests collaboratively and efficiently. The UI makes it easy to view my pending cases, as well as my teammate's cases making it easy to take it over if someone is out of the office.

Puntos en contra

I have no cons for Help Scout. All the features and functionality was incredibly well thought out, and it is amazing how helpful it has been for my team.

Usuario verificado
Calificación general
  • Sector: Servicios para el consumidor
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Facilidad de uso
  • Probabilidad de recomendación 9.0 /10

Useful tool for managing customer communication

Revisado el 25/9/2018

Puntos a favor

I liked the ability to create complex rule sets that auto-filter certain types of conversations to appropriate mailboxes. Without this, there would be a lot of noise experienced by our various internal users

Puntos en contra

Not significant, but would be great if users were given a more expansive toolkit for editing copy (fonts, sizes, etc).

Usuario verificado
Calificación general
  • Sector: Software informático
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 8.0 /10

Help Scout for Customer Support

Revisado el 15/4/2019

Overall we have had a good experience but I do think we have outgrown Help Scout as our company...

Overall we have had a good experience but I do think we have outgrown Help Scout as our company grows and other departments need visibility into Support data.

Puntos a favor

Extremely intuitive and easy to use. Learning to use Help Scout takes very little time at all. I enjoy the overall UI and simplicity.

Puntos en contra

Reporting. As my company grows we have found that the reporting isn't as robust as we would like. It is pretty difficult to gain insight on particular customers who are reaching out and volume per account.

Usuario verificado
Calificación general
  • Tamaño de la empresa: 1.001-5.000 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente

Help Scout has helped us feel like experts in customer service because we can offer help...

Revisado el 8/3/2018

Puntos a favor

Implementation in our business was very easy because the compatibility testing is all done in the background. As a help desk software, Help Scout is at the top of the list when it comes to implemention & integration.

Puntos en contra

Sometimes it becomes evident the network struggles but rarely is it ever an issue. Additionally, many features feel pulled directly from other help desk softwares, but the features that set it apart are still present.